Microsoft for startups founders hub - Support Team has really poor customer service and there is no escalation channel

Question

Could I get assistance with the following issue? I need to unlock more funds, but the support team has been obstructing my progress for over two weeks without any real advancement. This is quite frustrating.

Title: Domain or Business Verification - TrackingID#2502270040016357

Hi @Tony De Assis Ribeiro (BEYONDSOFT CONSULTING INC)

I hope this message finds you well. I am writing to express my concern regarding the progress of the ticket raised on 28th February 2025.

On 1st March, Shalini advised that the provided documentation did not meet the accepted standards. My team sent two separate emails on 2nd and 3rd March requesting clarification, as we believe the documentation meets the requirements as per the MS Startup Hub guidelines. However, Shalini's response on 4th March was identical to the initial email sent on 1st March, without addressing our requests for clarification. This suggests that the emails sent on 2nd and 3rd March were not reviewed, and the response appeared to be a copy-paste from the dedicated team without proper understanding or effort to resolve the issue.

My team sent another email on 4th March requesting clarification on the initial email. We also attempted to contact Shalini on 11th March for an update, where he acknowledged and apologized for the delay. Despite this, on 5th March, Shalini replied with the same exact email sent on 1st March, still not addressing our concerns.

Since 5th March, my team has repeatedly requested Shalini to share the contact details of his line manager, but these requests have been ignored, raising further concerns. On 7th, 8th, 9th, and 10th March, my team tried to get an update and resolve the ticket, but there was no response from Shalini.

It is evident that the ticket has been open for more than 12 days now, with very slow and unprofessional progress due to the lack of communication and action from Shalini. This has started to affect our business and the progress of our development. It appears that there is a level of misunderstanding and a lack of proper communication from Shalini, which is concerning.

We kindly request that this ticket be assigned to another team member who is more proactive and willing to help us close this ticket as soon as possible.

I also request a resolution for this ticket within the next 24 hours. If there is no satisfactory resolution within this timeframe, I will need to escalate this matter through our other Microsoft channels. Our parent company has a gold relationship with Microsoft, and while we value this partnership, we are prepared to escalate our concerns and issues if necessary.

We look forward to your prompt response.